Table 1Transition record

contact centre managertoclient relations manager

A contact centre manager already meets 33% of what the client relations manager role asks for. The move turns on 20 required skills not yet in the profile.

From contact centre manager

33%

Overlap1

To client relations manager

22 Skills carried over

20 Required, not held

73.2 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 73.2

This move: 73.2 of 100 · substantial

1 Share of the client relations manager role’s weighted skill requirement already met by the contact centre manager profile. Required skills count in full, supplementary skills at 0.35. Directional: the figure for the reverse move differs. 2 Combines what is missing with how specialised it is, so a gap of general skills scores easier than the same number of narrow ones.

Table 2

Table 2 · What you already bring

Of the 22 skills that carry over, these are the ones fewest other occupations ask for. A client relations manager role needs them, and most people applying for one will not have them already. This is the part of a contact centre manager background worth leading with.

Skill the target role also needs Area

already held manage customer service management skills
already held knowledge base information and communication technologies (icts)
already held perform customer management assisting and caring
already held analyse customer service surveys information skills
already held teach customer service techniques communication, collaboration and creativity
already held analyse business processes information skills

All 22 carried skills, including the 8 the client relations manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 38 missing skills fall into 7 areas of the ESCO skill hierarchy, numbered below in the order worth working in: the areas carrying the most required skills come first, and inside each one the required skills sit above the supplementary ones.

Skill to acquire Tier

01 communication, collaboration and creativity 9 required, 6 supplementary

required, not held identify customer's needs required
required, not held advise on public relations required
required, not held build business relationships required
required, not held build trust required
required, not held communicate with customers required
required, not held develop professional network required
required, not held liaise with managers required
required, not held maximise sales revenues required
required, not held perform customers’ needs analysis required

optional, not held communicate with customer service department optional
optional, not held deliver a sales pitch optional
optional, not held implement sales strategies optional
optional, not held achieve sales targets optional
optional, not held collaborate in the development of marketing strategies optional
optional, not held implement marketing strategies optional

02 business, administration and law 4 required, 3 supplementary

required, not held corporate sustainability required
required, not held product comprehension required
required, not held public relations required
required, not held relationship marketing required

optional, not held customer service optional
optional, not held sales strategies optional
optional, not held business management principles optional

03 management skills 3 required, 3 supplementary

required, not held supervise the management of an establishment required
required, not held identify new business opportunities required
required, not held manage accounts required

optional, not held supervise sales activities optional
optional, not held make strategic business decisions optional
optional, not held plan marketing campaigns optional

04 generic programmes and qualifications 2 required

required, not held business communication required
required, not held communication principles required

05 information skills 1 required, 5 supplementary

required, not held analyse consumer buying trends required

optional, not held collect customer data optional
optional, not held analyse business requirements optional
optional, not held perform business analysis optional
optional, not held perform market research optional
optional, not held study sales levels of products optional

06 assisting and caring 1 required

required, not held guarantee customer satisfaction required

1 further area in the appendix

Table 4

Table 4 · Where to start

The 3 entries a client relations manager role is least likely to hire without. The ordering is computed from the skill data, not from what pays.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 22 skills that carry over

Skill Type

already held corporate social responsibility knowledge
already held create solutions to problems skill
already held fix meetings skill
already held follow company standards skill
already held knowledge base knowledge
already held manage customer service skill
already held manage staff skill
already held supervise work skill
already held analyse business plans skill
already held analyse business processes skill
already held analyse customer service surveys skill
already held contact customers skill
already held customer relationship management knowledge
already held handle customer complaints skill
already held keep records of customer interaction skill
already held manage contracts skill
already held measure customer feedback skill
already held monitor customer service skill
already held perform customer management skill
already held plan health and safety procedures skill
already held teach customer service techniques skill
already held train employees skill

The 1 learning area not shown above

Skill to acquire Tier

07 information and communication technologies (icts) 1 supplementary

optional, not held data protection optional

18 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held collect customer data optional
optional, not held communicate with customer service department optional
optional, not held customer service optional
optional, not held data protection optional
optional, not held deliver a sales pitch optional
optional, not held implement sales strategies optional
optional, not held sales strategies optional
optional, not held supervise sales activities optional
optional, not held achieve sales targets optional
optional, not held analyse business requirements optional
optional, not held business management principles optional
optional, not held collaborate in the development of marketing strategies optional
optional, not held implement marketing strategies optional
optional, not held make strategic business decisions optional
optional, not held perform business analysis optional
optional, not held perform market research optional
optional, not held plan marketing campaigns optional
optional, not held study sales levels of products optional

19 held skills the client relations manager role does not ask for

Skill Type

not needed by the target role accounting techniques knowledge
not needed by the target role analyse staff capacity skill
not needed by the target role assess the feasibility of implementing developments skill
not needed by the target role characteristics of products knowledge
not needed by the target role characteristics of services knowledge
not needed by the target role coordinate operational activities skill
not needed by the target role create a work atmosphere of continuous improvement skill
not needed by the target role customer insight knowledge
not needed by the target role discharge employees skill
not needed by the target role e-commerce systems knowledge
not needed by the target role handle helpdesk problems skill
not needed by the target role manage budgets skill
not needed by the target role manage resources skill
not needed by the target role motivate employees skill
not needed by the target role oversee record management skill
not needed by the target role perform risk analysis skill
not needed by the target role present reports skill
not needed by the target role recruit employees skill
not needed by the target role social media marketing techniques knowledge

10 gaps that are knowledge rather than practice

Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.

Skill to acquire Tier

required, not held corporate sustainability required
required, not held product comprehension required
required, not held business communication required
required, not held communication principles required
required, not held public relations required
required, not held relationship marketing required
optional, not held customer service optional
optional, not held data protection optional
optional, not held sales strategies optional
optional, not held business management principles optional

Index

Other moves recorded from contact centre manager

Full index of moves from contact centre manager

Note

How this record was compiled

Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.